Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : theplanet "localize network issues", any idea?

[SPjames]

3 of my servermatrix servers are down for over an hour. i had to failover them to backup servers at EV1.

theplanet keeps telling me "localize network issues" even 74 minutes after it first started

does anyone have the same problem as me?

[Brad @ Xiolink]

Have you tried a tracert to identify where the problem starts?

[whdev]

look here: http://www.webhostingtalk.com/showth...hreadid=305919

[SPjames]

what do you guys think about this incident? do i deserve a refund for over 100 minutes downtime? (i compensated 10 of my resellers with a large credit alrady...)

here is the ticket i opend at theplanet:

=========================
i am sincerely asking for a refund on this months payment due to a lack of understanding that caused my clients a full 90 minutes downtime for no reason! one simple reboot could of avoided it. but it was disregarded due to "localize network issues" at the time. the tech did not bother to verify IF in deed my server was affected by those network issues. and it turned out it WAS NOT AFFECTED. and one reboot is all it needed:

please check ticket 348844PLNT

here is the full scenario:

10:30 --- i cant access my server via SSH
10:32 --- i requested a reboot
10:40 --- the reboot is disregarded. the problem is regarded as "localize network issues" which were probably happening at that time


12:14 --- i call tech support again and insist on inspecting the ticket and the server. it then comes to light that the server IS PING'ABLE and it was NOT affected by the "localize network issues". at that point Neil from tech support promises to get the server rebooted and it will be back to normal

12:29 --- tech "is sorry for the delay" server is rebooted and back to normal
==============================

please post your comments, i will be linking the ticket at theplanet to this thread

thank you all in advance

[tkporcel]

I bet my left man berry they don't refund you. Let us know the outcome.